CUSTOMER SERVICE OFFICER

POSITION DESCRIPTION SUMMARY
- Provide a proactive and professional service and support role for the Detpak Industrial South Asia team.
- Provide excellent service to support the business to consolidate Detpak's reputation for delivering on the promise of quality, service and efficiency to our customers both internal and external.
- Work in close collaboration with Customer Service and the Business Managers to form a responsive team that delivers a comprehensive service delivery to all Detpak Industrial South Asia customers.
MAJOR RESPONSIBILITIES / ACCOUNTABILITIES
- Accountable for the coordination of services to nominated key accounts and the support and back up for service delivery across the Detpak Industrial South Asia portfolio.
- Coordinate internal and external delivery of goods to all Detpak Industrial Vietnam customers, ensuring accurate and on-time delivery.
- Proactively address customer concerns and requests, developing solutions that demonstrate the Detpak promise of delivering quality value and service.
- Provide level 1 customer service to new and existing Detpak Industrial Vietnam accounts and develop significant relationships with key customers.
- Promote the organization's products and services to customers through all interactions and telephone contact.
- Support the preparation of customer presentations and customer reporting to internal and external stakeholders.
- Coordinate internally and externally the quality control process.
- Management of debtors/account reconciliation.
- Support the new product development enquiry process, including samples management, managing artwork transition, mock-ups, and concepts.
- Coordinate new item setup of new products.
- Collate and provide key customers with required reports when requested.
- Process customer orders for nominated key accounts accurately and in a timely manner.
- Investigate & process credit claims.
- Act as the first point of contact for customer distribution center inquiries specifically regarding the customer's orders, deliveries, or back orders.
- Effectively manage aged stock.
- Effectively utilize Salesforce as an execution aid and management tool across the group of customers.
- Adherence to Detmold Group & Detpak policies and procedures.